We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 392389 results
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Decision Reference DRN-5960516
10 Feb 2026 esure Insurance Limited UpheldInsuranceDRN-5960516 The complaint Miss P is complaining about the amount esure Insurance Limited trading as Sheilas' Wheels (esure) has paid to settle a claim she made against her car insurance policy. She’s also unhappy with the way it’s handled her claim. What happened In July 2025 Miss... (3 pages)View decision -
Decision Reference DRN-6137801
10 Feb 2026 QUILTER FINANCIAL SERVICES LIMITED Not upheldPensions and AnnuitiesDRN-6137801 The complaint Mr B complains that Quilter Financial Services Limited gave him unsuitable advice to transfer out of his defined benefit (DB) pension scheme to take benefits immediately in form of a tax-free cash lump sum (‘TFC’) and an enhanced annuity. What happened Mr B app... (4 pages)View decision -
Decision Reference DRN-6142789
10 Feb 2026 ReAssure Limited Not upheldInsuranceDRN-6142789 The complaint Mr B complains that ReAssure Limited has provided misleading information to him about his whole of life policies in respect of the sum assured and the process of reassignment following his divorce from Mrs B. What happened Mr B and Mrs B originally took out Leg... (5 pages)View decision -
Decision Reference DRN-5694836
10 Feb 2026 NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY Not upheldBanking and PaymentsDRN-5694836 The complaint Mr C and Mrs H, via a representative, have complained that NATIONAL WESTMINSTER BANK PUBLIC LIMITED COMPANY (“NatWest”) failed to refund the money they lost as part of an investment scam. As Mr C was the person that primarily dealt with the scammer, I will... (3 pages)View decision -
Decision Reference DRN-5910629
10 Feb 2026 Starling Bank Limited Not upheldBanking and PaymentsDRN-5910629 The complaint Mr A complains that Starling Bank Limited failed to identify his gambling addiction and didn’t intervene to support him. Mr A also complains that Starling didn’t close his account when he asked it to. What happened Mr A held a current account with Starling whic... (4 pages)View decision -
Decision Reference DRN-6090810
10 Feb 2026 Lantern Debt Recovery Services Limited Not upheldConsumer CreditDRN-6090810 The complaint Mr T complains that Lantern Debt Recovery Services Limited trading as Lantern (Lantern) haven’t done enough to remedy the fact his data was accessed in an IT security incident they experience. What happened Lantern experienced an IT security incident in April 2... (3 pages)View decision -
Decision Reference DRN-6142964
10 Feb 2026 Revolut Ltd Not upheldBanking and PaymentsDRN-6142964 The complaint Mr A complains that Revolut didn’t do enough to protect him from the financial harm caused by an investment scam, or to help him recover the money once he’d reported the scam to it. What happened The detailed background to this complaint is well known to both ... (4 pages)View decision -
Decision Reference DRN-5936188
10 Feb 2026 Hyundai Capital UK Limited UpheldConsumer CreditDRN-5936188 The complaint Mr G complains Hyundai Capital UK Limited trading as Genesis Finance (Hyundai Capital) supplied him with a car under a car finance agreement which wasn’t of satisfactory quality. What happened Mr G entered into a conditional sale agreement with Hyundai Capital... (3 pages)View decision -
Decision Reference DRN-5987670
10 Feb 2026 Shawbrook Bank Limited Not upheldConsumer CreditDRN-5987670 The complaint Mr D and Mrs D’s complaint is, in essence, that Shawbrook Bank Limited (the ‘Lender’) acted unfairly and unreasonably by (1) being party to an unfair credit relationship with them under Section 140A of the Consumer Credit Act 1974 (as amended) (the ‘CCA’) and (... (12 pages)View decision -
Decision Reference DRN-6130371
10 Feb 2026 OneSavings Bank Plc UpheldBanking and PaymentsDRN-6130371 The complaint Mr T complains that OneSavings Bank Plc trading as Kent Reliance failed to notify him that the interest rate on his Easy Access Account was reducing. What happened Mr T held an Easy Access Savings Account with Kent Reliance. He raised a complaint on 29 July 20... (3 pages)View decision